Terms of Service

Last updated: October 27, 2026

These Terms of Service ("Terms") are an agreement between you and ANR CLEANING LLC, a Florida limited liability company doing business as CountOnClean ("CountOnClean," "we," "us"). You can reach us at hello@countonclean.com. They cover your use of countonclean.com, our booking system (powered by BookingKoala), and any cleaning you book through us.

Please read Sections 3 (independent professionals), 6 (cancellations and fees), 9 (damage claims), 10 (limitation of liability), and 11 (non-solicitation). They affect your rights.

1. Agreeing to These Terms

By checking the box at checkout, clicking "Book," or otherwise booking or using our services, you agree to these Terms, our Cancellation Policy (Section 6 below), and our Privacy Policy.

You agree to do business with us electronically. Your click or checkbox is your electronic signature (Fla. Stat. 668.50), and we will email you a copy of your booking confirmation that you can save or print. You must be at least 18 and authorized to arrange services at the property.

2. What We Do

CountOnClean is a booking, scheduling, customer-support, and payment platform for residential cleaning in Jacksonville and nearby areas, within the ZIP codes listed on our Service Areas page. We:

• show you pricing and let you book online;
• offer your job to independent, background-checked cleaning professionals in our network;
• handle scheduling, reminders, rescheduling, and customer support;
• collect payment and pass the professional's share and any tips to them; and
• manage re-cleans and claims under these Terms.

2A. Hours and Area

Our office and scheduling hours are Monday to Saturday, 9am to 6pm Eastern time. We don't schedule cleans on Sundays or outside those hours unless we tell you in writing. Messages sent after hours are answered the next business day. We serve homes in Jacksonville and nearby areas, within the ZIP codes listed on our Service Areas page. We may decline a booking outside that area.

3. Independent Cleaning Professionals

The cleaning itself is performed by independent cleaning professionals ("Pros") who run their own businesses. Pros are not our employees. They choose which jobs to accept, supply their own equipment and products, and decide how to perform the work.

CountOnClean is fully insured. We run a background check on each Pro before they receive jobs.

4. Booking, Pricing, and Payment

4.1 Price. Your price is based on the home details you enter (bedrooms, bathrooms and square footage), plus any extras you select. You will see your price before you confirm your booking. Residential cleaning is not subject to Florida sales tax. If we ever add taxable services, tax will be shown separately.

4.2 Accurate details. If your home's size or condition is materially different from what you booked (for example extra rooms, heavy buildup, pet hair, or post-construction dust), the Pro or our team may (a) adjust the price with your approval before continuing, (b) clean only what was booked, or (c) reschedule. We will not charge more than the booked price without your approval.

4.3 Card on file and when we charge it. We accept credit and debit cards only. We do not take cash or checks. You must add a valid card when you book. About one day before your visit we place a hold on your card for the booked price. We charge your card after the cleaning is finished for the booked price, any changes you approved, and any fee under these Terms. Payments are processed by Stripe through BookingKoala. We do not store your full card number. If a hold or charge fails, we may pause or cancel the visit until it is fixed.

4.4 Tips. Tips are optional and always appreciated. 100% of any tip goes to your Pro. Tips are charged to the same card on file only if you add them.

4.5 Recurring service. If you choose recurring service (weekly, every other week, or monthly), we will book and charge each visit on that schedule until you pause or cancel. You can pause or cancel recurring service at any time by emailing hello@countonclean.com, with at least 24 hours' notice before the next visit to avoid the fee in Section 6. Recurring discounts apply only while you keep the recurring schedule.

4.6 Failed payments. If a charge fails, we may pause future bookings until the balance is paid.

4.7 Disputes. If you believe a charge is wrong, contact us at hello@countonclean.com within 30 days of the charge, before filing a chargeback, so we can try to fix it.

5. Your Responsibilities at the Home

• Access and lockouts. Please make sure your Pro can get in when the visit starts. That means someone is home, or the door code, lockbox, key, gate or alarm instructions you gave us work. If your Pro arrives and cannot get in, we will try to reach you by phone and text. If we still cannot get access after a reasonable wait of about 15 minutes, we may treat the visit as a lockout. For a lockout, we charge a $50 lockout fee to your card on file. This is in place of the cancellation fee in Section 6, not on top of it. We will offer to rebook, and the new visit is charged at its normal price. The fee covers the Pro's reserved time and travel. Entry codes are shared only with your assigned Pro and our team.
• Pets. Tell us about pets when you book. Please secure any pet that may bite, scratch or run out the door. If a pet makes it unsafe or impossible to work, your Pro may skip that room or end the visit. You are still charged under Section 6 if we cannot finish for that reason.
• Valuables. Put away cash, jewelry, firearms, prescription medications, and irreplaceable or fragile items. Tell us in writing before the visit about any item worth more than $1,000 that needs special care.
• Safe and clean enough to work in. A home must be safe to work in. We reserve the right to decline, pause, reschedule or end a booking before or during the visit if we reasonably believe the home is unsafe or unsanitary. Examples are: visible mold, pest infestations, human or animal waste, biohazards, sharps, needles, hoarding or blocked walkways, no working water or power, aggressive people or animals, or threats or harassment toward our team. We will not clean those conditions. If we end a visit for these reasons, we may charge for the time and work already done (and under Section 6 if we could not start). If the problem was not disclosed before booking, the cancellation fee in Section 6 may apply. We will always try to explain and offer options, including a rescheduled visit once the issue is fixed or a different type of service.
• Pre-clean photos. For first visits and one-time cleans, please send a few photos of the areas of concern before the visit if you can. Photos help us set the right scope and are needed for a quality claim under Section 7.
• Respectful conduct. No harassment, discrimination, or unsafe behavior toward Pros. We may end service for violations.
• Cameras. You may use video cameras in your own home. Do not record audio of Pros without their consent (Florida law generally requires all-party consent to intercept oral communications; see Fla. Stat. ch. 934).
• Exclusions. Unless booked as an add-on, Pros do not move furniture heavier than 40 lbs, clean exterior windows above the ground floor, handle biohazards (blood, bodily fluids, feces beyond normal pet hair), remove mold, or work on ladders above 2 steps.

6. Cancellation and Rescheduling

Pros reserve their time for your booking and turn down other work to do it. This fee schedule compensates the Pro and us for that reserved time. Timing is measured from the start of your scheduled arrival window.

6.1 How to cancel. Tell us by email at hello@countonclean.com, by phone during business hours at (904) 830-6546, or by text if we've texted you. The time we receive your request is the time that counts, even if you reach us outside business hours.

6.2 Rescheduling. Rescheduling within the fee window is treated the same as a cancellation.

6.3 Our cancellations. If we or the Pro must cancel, there is no charge to you. We will offer the next available time.

6.4 Weather and emergencies. We may reschedule without any fee because of severe weather (including tropical storms, hurricanes, and evacuation orders) or other events outside anyone's control. If you must cancel because of a documented medical emergency, contact us and we will consider waiving the fee.

6.5 Automatic charge. Any fee under this Section is charged to your card on file. The fee schedule is shown in your booking confirmation.

6.6 Lockouts. If your Pro cannot get in (see Section 5), the $50 lockout fee applies instead of the cancellation fee. You are not charged both.

7. Satisfaction Guarantee and Claims

7.1 What it is. If a task you booked was missed or not done to a professional standard, tell us and we will make it right.

7.2 Tell us within 48 hours. Contact us at hello@countonclean.com within 48 hours after your visit ends. Include the room, what was missed, and photos. If you sent before-photos, include them. Claims reported later may be declined.

7.3 We re-clean first. We will send a Pro back to fix the affected areas for free, as soon as we reasonably can. You agree to give access for the re-clean.

7.4 If it still isn't right. If, after the re-clean, an issue remains, we will credit or refund the part of the booking that relates to the area or task that was missed, in proportion to what was missed (pro-rata). A refund will never be more than 50% of the price of that visit. We decide the amount in good faith after reviewing the photos and the Pro's job notes and photos.

7.5 If you decline. If you refuse the re-clean, or refuse the credit or refund we offer, the claim is closed and we have no further obligation for that visit.

7.6 What it doesn't cover. Tasks you didn't book. Areas we could not reach or that were blocked. Pre-existing conditions such as permanent stains, hard-water etching or worn surfaces. Conditions we noted at the visit. Damage (see Section 9). Dissatisfaction with price. Visits you didn't report within 48 hours.

7.7 Chargebacks. Please talk to us before disputing a charge with your card company. Starting a chargeback while we are working on a claim may end the guarantee for that visit.

8. Changes to Your Booking by Us

We may reassign your booking to another Pro, adjust the arrival window with notice, or decline a booking that is outside our service area, unsafe, or that we cannot staff. If we cannot staff a confirmed booking, you will not be charged.

9. Damage, Breakage, and Missing-Item Claims

9.1 Report quickly. Report damage or missing items within 48 hours of the visit by email to hello@countonclean.com (or text/phone, then confirm in writing) with: booking date and address, what happened, photos, and the item's age, price and receipt if you have it.

9.2 Our process. We will acknowledge your claim within 3 business days, share it with the Pro and review the Pro's job photos, and tell you within 15 business days whether it will be (a) repaired or replaced, (b) reimbursed at reasonable repair cost or actual cash value (not new replacement value), (c) referred to the applicable insurer, or (d) declined with an explanation. For missing items, we may ask you to file a police report first.

9.3 Not covered: pre-existing damage; normal wear and tear; items not reasonably secured or improperly installed (for example loose fixtures, unanchored shelves, or failing finishes); damage from products or methods you specifically required; items worth more than $1,000 that you did not tell us about in advance; cash, jewelry, or other valuables left out contrary to Section 5; and indirect losses.

9.4 Please keep the item. Don't throw it away until we've reviewed the claim.

9.5 Our Pros' duty. We ask Pros to tell us about any damage right away. If you notice something on a visit, please tell the Pro or us the same day.

10. Limitation of Liability

10.1 TO THE FULLEST EXTENT PERMITTED BY FLORIDA LAW, COUNTONCLEAN'S TOTAL LIABILITY FOR ANY CLAIM ARISING FROM A BOOKING OR OUR SERVICES, INCLUDING CLAIMS BASED ON NEGLIGENCE, IS LIMITED TO THE GREATER OF (A) THE AMOUNT YOU PAID FOR THE CLEANING THAT GAVE RISE TO THE CLAIM OR (B) $500. This limit does not apply to amounts recoverable under insurance, or to our gross negligence, intentional misconduct, or liability that Florida law does not allow us to limit (for example for personal injury caused by our own negligence, if applicable).

10.2 WE ARE NOT LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES such as lost time, lost income, or emotional distress, to the extent Florida law allows.

10.3 Nothing in these Terms limits your rights under Florida consumer-protection law that cannot be waived.

11. Non-Solicitation of Pros

Our network depends on the time and money we put into recruiting, screening, and supporting Pros. During your use of our services and for 12 months after your last booking, you agree not to hire, engage, or pay any Pro you met through CountOnClean for residential cleaning outside our platform, whether directly or through another person or company.

If you do, you agree to pay a conversion fee of $500 per Pro. This fee is a reasonable estimate of our cost to recruit, screen, and onboard a replacement Pro and of the bookings we lose, and it is your only monetary obligation for that breach. If you would like to work with a Pro directly, contact us first and we may offer a release.

12. Communications

We contact you about your booking: confirmations, reminders, arrival notices, receipts, re-clean and claim follow-ups. If you agree, we also send occasional messages about your service, such as a quick feedback request, a review request, a reminder to rebook, and offers. You can say yes to text messages when you book or on our forms. Message and data rates may apply. Reply STOP to stop texts and HELP for help. Booking and service messages may continue by email. You can unsubscribe from offers at any time. We do not sell your phone number. See our Privacy Policy.

13. Website Use

Don't misuse the site: no false bookings, fraud, scraping, or interference. Site content belongs to CountOnClean.

14. Governing Law; Disputes; Venue

14.1 These Terms are governed by Florida law.

14.2 Talk to us first. Email admin@countonclean.com and give us 30 days to try to resolve any dispute informally.

14.3 Venue. Any lawsuit must be brought in the county or circuit courts located in Duval County, Florida, except that either party may bring a claim within its jurisdictional limit in small claims court in the county where the cleaned property is located (Duval or St. Johns).

14.4 Attorneys' fees. In any lawsuit about these Terms, the prevailing party may recover reasonable attorneys' fees and costs.

15. Changes to These Terms

We may update these Terms by posting a new version with a new "Last updated" date. Changes apply to bookings made after the update. For recurring customers, we will email you about material changes at least 14 days before they take effect, and you may cancel without any fee before then.

16. Miscellaneous

If any part of these Terms is unenforceable, the rest stays in effect. These Terms, your booking confirmation, and our Privacy Policy are the entire agreement between you and us about our services. We may assign these Terms to a successor to our business.

17. Contact

ANR CLEANING LLC, doing business as CountOnClean

Email: hello@countonclean.com

Phone: (904) 830-6546 (Mon-Sat, 9am-6pm)

Website: countonclean.com